Desktop Support Technician Firenze

Desktop Support Technician
Firenze
Toscana, Firenze

GreetingsWe are Hiring desktop Support Specialist in Florence , Italy5days onsite Work location: Florence, ItalyStart Date: ImmediateSalary expectation: 31-32K Euros/annum (Flexible)Languages required : English and Italian both are mandatoryType of employment: PermanentJD: BelowJD:Respond to and diagnose complex hardware, software and network incidents under general supervision (level 3+ only) and instruction of end customer or technical teams. Address user tickets regarding hardware, software and networkingWalk customers through installing applications and computer peripheralsAsk targeted questions to diagnose problemsGuide users with simple, step-by-step instructionsEnsure that incidents and requests are handled according to customer needs and priorities. As needed, escalate tickets. Comply with all IT service processes, procedures, and work instructions set by Customer, including its Code of Conduct and core values. Perform overtime duties when necessaryConduct remote troubleshootingTest alternative pathways until you resolve an issueRecord technical issues and solutions in logsDirect unresolved issues to the next level of support personnelFollow up with clients to ensure their systems are functionalReport customer feedback and potential product requestsHelp create technical documentation and manualsRequirements:Speaks fluent Italian and have intermediate English speaking skills3+ years of hands on experience in Desktop SupportGood understanding of Windows platform 10 and 11 OS; Bitlocker understandingExperienced in troubleshooting hardware and software issuesExperience in ITIL process, maintaining SLA's, CSAT's and Service NowExperience of providing VIP support is desirableMust be willing to travel to other customer locations within Italy as required